FAQ

FAQ

In this area you can find our answers to your most frequently-asked-questions regarding orders, shipping, purchase and delivery. If you need any further assistance, feel free to contact us by e-mail at info@eoptis.com or by phone at +39 0461 260 552. Please refer also to our Terms and Conditions of Sale and to our Privacy Policy for all details.

Orders

I do not live in any of the country listed in the check-out section: how can I purchase your products?

For countries where on-line shopping is not enabled, you may purchase our products by contacting us directly or through one of our international distributors. Check the Contacts section to view of a complete list of sales contact information.

Do you sell other products not listed on your webstore?

Yes we do! Please visit www.eoptis.com for our complete list of products.

Is there a limit to the number of purchases I can make?

In general, there is no limit as regards the quantity or value. EOPTIS reserves the right to accept any order.

Why do I have to specify the country to which the package must be sent?

EOPTIS asks you to specify the country to which the order should be sent as this allows you to automatically view an exact breakdown of the delivery costs, the payment methods available and whether there are VAT costs to take into account.

Does filling the shopping cart mean that I am obliged to make the purchase?

No! You can browse all you like and then decide not to conclude the purchase phase even though you have added the goods to the ‘shopping cart'.

When does the purchasing process end?

Having inserted the data necessary to effect the payment, you will be transferred to the payment confirmation page. A thank you message will appear on the page, informing you that the purchasing procedure has been successfully completed. Finally, you will receive an email containing the details of the order and the aknowledge that this has been successfully received.

Why am I asked for my phone number during chek-out?

The phone number is not a mandatory information requested to complete the order. However, with your phone number we can contact you easier in case of any need. Otherwise, we'll use your e-mail address. The phone number is a Personal Data that will be treated according to our privacy policy.

Costs and Payments

Which methods of payment are accepted?

EOPTIS accepts payments via credit card and bank transfer.

Are there other costs In have to cover, beside what specified on the Order confirmation?

EOPTIS charges to your credit card or requests you to pay via bank transfer the exact amount specified on the Order Confirmation. If the Products are to be delivered to a country outside the European Union, you might be asked to pay for customs duties and other taxes, as required by laws in force in the country to which the Product will be delivered. By placing the order, you implicitly agree to pay for these costs too. In case of need, EOPTIS may support you in the evaluation of these costs.

Is it safe to use my credit card at eoptis.com?

We make any effort to keep your credit card data, as well as any other Personal Data, safe. In the event that the payment is made by credit card the customer shall be transferred to a secure website and the credit card details are directly communicated to CartaSi, the operator which takes care of the payments on behalf of EOPTIS. The data provided will be sent in secure mode, through the transfer of encrypted data with SSL (SecureSocketLayer). This information cannot be accessed by EOPTIS.

When will my credit card charged?

For credit card orders, the card is charged when the Order Confirmation is sent.

I prefer to pay via bank transfer, how does it work?

Bank transfers are an offline payment method but can also be made online if you have home banking. Bank transfers take more time to clear than credit card payment methods. Please keeep it in mind when you need your product with urgency. When bank transfers are used to pay for products and services, it is always the purchaser that takes the initiative. It is up to them to order their bank to transfer a certain sum from their account to EOPTIS bank account. The purchaser may make the bank transfer using their home banking service or by completing and signing a bank transfer request form at their bank.

What is the timeframe for bank transfer payments?

Bank transfers normally take 2 to 5 working days to clear from the date you order it at your bank.

Payment must be accredited on EOPTIS account within 10 days from when the Order Confirmation is sent. Once this period passes, your order is automatically cancelled from the system. Should we receive payment after this ten-day period, we will contact you to decide whether you want the goods delivered or ask for the reimbursement of the full amount. Please note that we allocate our stock and reserve the product also basing on the payment arrival time. If we receive your payment at a later stage, the product you have ordered might be gone out of stock and a new shipment date will be communicated.

What shall I write in the payment description field in case of bank transfer?

You have to indicate your order number in the payment description field.

What currencies are accepted?

All prices listed on the web-site are in Euro and EOPTIS accepts payments in Euro only. If you set-up a bank transfer from an account in a different currency, make sure that the final net amount in Euro matches the one specified in the Order Confirmation. Customer has always to cover currency exchange fee and other bank fees.

Can I pay cash on delivery?

No, payments can be performed by credit card or bank transfer only.

Shipment and delivery

What is the difference between shipment and delivery?

Shipment refers to the time when goods leave EOPTIS' warehouse. Delivery is the time when you actually receive the shipped goods. Delivery time is the timeframe between these two.

What is the average shipment time for goods bought from EOPTIS?

Shipment of goods purchased from EOPTIS, that are labelled as "Available" in the relevant product page, is usually effected within 3-5 working days. Please remember that this is a purely indicative information and not a legally binding term. For orders made by bank transfer, shipping times are calculated from the confirmation of payment.

What is the average delivery time for goods sent from EOPTIS?

Delivery of goods purchased from EOPTIS is effected by the reputable carrier selected by EOPTIS. Usually we adopt GLS Executive in Italy and FedEx for all other destinations and deliveries to most of the EU countries are completed within 24-72 hours. Please remember that non-working days and public holidays may delay deliveries.

I would like to use my own shipping account, how can I do this?

Custom shipping accounts cannot be used with orders placed online.

Can I use a PO Box as a delivery address?

No, we don't accept PO Box in the address field, as it will be impossible for our couriers to make the delivery. We request you enter a full postal address.

What happens if no-one is at home when the goods are delivered?

In cases where the addressee or person authorised to accept delivery of the product is absent, our courier will leave a note with the instructions to decide a new delivery date.

Warranties and Return of goods

I am a Consumer: can I return my order to you?

If you have already taken delivery, you can arrange to return within 14 days for a full refund on the products. We will make a full refund for Products returned in the original packaging, in “as new condition”, and with all component products, parts, accessories, guarantee cards, manuals and other documents and items. The right of return and refund does not apply to software sold with EOPTIS products, or as a separate product, if the license seal has been broken and/or shrink-wrap packaging opened. Your delivery charge will not be refunded.

I am a Consumer and I have returned my order to you: when will I be refunded?

On return of Products, EOPTIS will, subject to the limitations stated in our Sales Conditions, repay the actual amount paid to EOPTIS, less any fees and charges due to EOPTIS by crediting your relevant credit card or bank account within 14 days following the date EOPTIS receives the Product.

I am a Business user: can I return my order to you?

No, business users cannot return goods unless under Manufacturer Warranty cases.

How do I return goods?

Regardless of the reason (right of withdrawal, warranty repair, out-of-warranty repair, etc...), you must obtain a Return Merchandise Authorization (RMA) number before an EOPTIS product can be returned.

RMA number may be requested via info@eoptis.com or by means of a written communication sent by registered letter with receipt notice to the following address:

EOPTIS SRL
Via Kufstein, 1
I-38121 Trento (TN) – Italy

The following information must be included in the request for RMA number:

  • your personal details (Name, address, e-mail)
  • your order information (Order number, product ID)
  • a description of the defect and/or non-conformity detected.

We recommend you use the Return Form available here (->LINK)

What warranty covers the goods I've bought?

If you are a Consumer Customer, you have certain statutory rights regarding the return of Products with manufacturing or conformity defects. EOPTIS warrants to the Original Purchaser the absence of such defects for a period of two years from shipment date, in accordance with the Italian legislation (d.lgs. n. 206/2005). This statutory warranty applies to products that present a lack of conformity, provided that the product is used correctly, in accordance with its intended use and as provided in the technical documentation. Remember that the customer is required to report any defects and non-conformities of the products within and no later than 2 (two) months of acknowledging the same.

If you are a business customer, EOPTIS warrants to the Original Purchaser that the Product is guaranteed to be free from material and manufacturing defects for a period of 1 (one) year from shipment date (manufacturer warranty).

In the case of defects covered by warranty, EOPTIS provides, without cost to the customer, the restoration of conformity by repair or replacement or reduction of price, until the termination of the contract.

Treatment of Personal Data

May I refuse to provide EOPTIS with my Personal Data?

When you browse the EOPTIS web site, you do so anonymously and no personal information is collected. There are times when we may request that you voluntarily supply your personal information for purposes such as access to reserved areas, registering for a new product, correspondence, e-mail registration, making a purchase, or participating in an online survey. You are not obliged to share your data with EOPTIS but in some cases this will prevent us from providing you with the service you are requesting. For example, without your name, e-mail address, contact and billing information like personal postal address and VAT or Tax ID number, it is impossible for us to process your Purchase Order.

What are the Personal Data voluntarily input on EOPTIS web-site used for?

EOPTIS uses your Personal Data to:

  • execute a purchase order you have issued on our web-store or through other means
  • grant you access to reserved areas of the web site
  • send you e-mails to communicate back with you and to update you about new products and services.

Once you choose to provide Personal Data by which you can be identified, you can be assured that it will only be used to support your customer relationship with EOPTIS. Credit card numbers are never collected nor retained by EOPTIS.

Are these data disclosed to other parties?

We will not transfer your data to third parties without letting you know in advance or asking for your prior permission. We may only transfer your data to third parties without informing you separately beforehand in the following exceptional cases:

  • to enable the performance of contracts you are party and processing payments.
  • to enable compliance with legal obligations to which EOPTIS is subject. If asked, we are legally obliged to give certain public authorities information. These are for example criminal investigation authorities, public authorities which prosecute administrative offences entailing fines and the Italian finance authorities.
  • to enable the third pary to provide services for or on behalf of EOPTIS. In such cases, EOPTIS takes measures to: ensure that the third party comply with EOPTIS’s privacy policy and that such recipients do not use Personal Data other than for the purposes permitted; obtain and process Personal Data only on condition that they secure that Personal Data from unauthorised use and adopt and comply with similarly stringent policies and terms on Personal Data protection and use; and comply strictly with applicable laws.

How do I access my Personal Data?

You have the right to receive information about the data held and stored by EOPTIS about you. Equally, you have the right to have incorrect data corrected or blocked. To protect your privacy, we will take the necessary steps to verify your identity before granting you access or enabling you to make corrections. To have this done, please contact EOPTIS, the controller within the meaning of Italian data protection laws, at the e-mail address info@eoptis.com or via paper mail at the address:

EOPTIS SRL
Via Alto Adige, 152
I-38121 Trento (TN) - Italy.

Other questions

What is EOPTIS children policy?

The EOPTIS site does not target children. We do not market to children and do not solicit data from them. No information should be submitted to, or posted at, the EOPTIS web site by visitors under 18 years of age without the consent of their parents.

I have other questions, where can I find answers?

If you don't see your question here, please call us at +39 0461 260 552 or email us at info@eoptis.com